Lisa Harlan

Review of Transworld Airlines

The age required to stay at this hotel is 21. Nowh...

The age required to stay at this hotel is 21. Nowhere on the main page or on the reservation page is this made clear. As my 20 year old son, who had already stayed at the hotel, attempted to check in on a reservation that was already paid for, he was told that he wasn't old enough to stay there. He had just come off a 12 hour international flight, and expected to have no problem checking in, just has he had when he left the US.

While I admit to being very frustrated and quite aggressive with the manager, she continued to talk over me and handed the phone back to my son. When I called back on the 800# and asked to speak to a manager, my call was put on hold forever. Finally, I got the same person who had talked over me before. To make a long story short, she blamed ME for not looking at the FAQ (who does that for a hotel?) where it's stated that you must be 21. I told her that this information should be prominently displayed and that it was their responsibility to tell guests, not the responsibility of the guest to research. She disagreed with me and was very condescending.

I found out that my son had used the kiosk self check in the first time (I guess if being 21 was that important, they'd check your birth date on the self check in). So I told her I'd just have my son do that again. She told me she'd tell her agents not to let him stay at the hotel.

After a ridiculous amount of time, she finally stepped outside the box and made it so that he as able to check in, which I greatly appreciated. However, she added that she'd be sending security up to his room to empty the mini bar. I had no problem with this. However, had she checked his prior stay, she would have seen that he had used no alcohol, but would have had much more opportunity at that stay.

Due to the unwillingness of the staff to be helpful and find a way out of this issue initially, I wouldn't recommend a stay at this hotel. While the issue was ultimately resolved, the whole scenario was ridiculous. The hotel is beautiful and a neat experience, but this ruins it all. I've contacted my travel agent to let her know about this experience so other people don't have to deal with this staff.